The current digital transformation happening in the Lost & Found industry reminds me of many previous transformations that have had a positive impact on customer experiences and business operations. One example that instantly comes to mind is the automotive industry; purchasing a car from a dealership had been a difficult experience involving lengthy negotiations. However, in the early 2000s, websites like TrueCar, Edmonds, and Kelley Blue Book brought data and transparency to the industry, allowing customers to quickly establish fair price reports and making transactions faster for both buyers and sales reps.
Yelp is another great example. It launched in the early 2000s to provide customers with a platform to share business reviews online. This had many positives –– firstly, it gave businesses candid feedback and allowed for wider reach without the hassle of traditional communication methods like phone calls and emails. But more than that, it also greatly transformed the customer experience by giving other customers new informational insights that were easily accessible and transparent about a business.
Also within the restaurant industry, OpenTable was created in 1998 after its founder, Chuck Templeton, saw firsthand just how inefficient it was to book a restaurant reservation through solely phone calls and voicemails. What OpenTable has done is that it has allowed restaurants to automate their booking systems, saving lots of time and costs while improving its scalability. Unlike before, customers no longer have to wait on hold or leave multiple messages just to get through to the other side, resulting in a much better dining experience right from beginning to end.
Digital transformation can be uncomfortable for businesses as they adjust to new processes, but the bottom line is that ultimately, it benefits both customers and companies. These innovations challenge traditional methods and encourage entire industries to evolve, leveraging strong data analytics while doing so. As more businesses adopt new and innovative digital processes – like the digitization of Lost & Found with Boomerang – critical mass can be achieved, securing a table-stakes position in the industry.
The juice is worth the squeeze, especially in Lost & Found. In our recently published case study with Syracuse Hancock International Airport (SYR), they are seeing a 50% reduction in time spent on Lost & Found management and a 20% boost in return rates, all as a benefit of embracing digital transformation.
Don’t let your organization be sidelined from such net positive benefits for the business and customers – let’s get partnered up and transform your Lost & Found today.
Skyler Logsdon
CEO, Boomerang
